Senior Customer Success Manager

Wrike

25d • $94,000 - $118,000

About The Position

Wrike is hiring a Senior Customer Success Manager to own, protect, and grow strategic relationships across a high-value portfolio of North American Enterprise accounts. The role serves as a strategic business consultant, trusted advisor, executive liaison, and primary customer advocate, guiding client executives through complex business transformations and helping establish Wrike as their long-term operating system of record.

The position involves helping customers map, optimize, and scale business workflows using Wrike AI Agents, Wrike Copilot, and visual collaboration tools. The Senior Customer Success Manager partners closely with Sales, Renewals, Product, and other teams to deliver customer outcomes, support retention, and build expansion opportunities. The role also contributes to operational excellence by improving processes, creating workflow playbooks, documenting learnings, mentoring peers, and leading internal enablement.

Wrike describes itself as a distributed organization with flexible working arrangements, including remote work, hybrid environments, and coworking spaces. Employees near certain hubs may generally be expected to collaborate in person two to three days per week. The posted total on-target earnings range for this full-time U.S. position is $94,000–$118,000, including base salary and performance-based bonus potential.

Requirements

• At least 5 years of experience in Customer Success, Account Management, or Business Consulting roles in the SaaS industry.
• Verified track record managing accounts with $100K+ ARR.
• Expertise guiding large organizations through complex software rollouts and operational transformations, including stakeholder management and building internal Centers of Excellence.
• Strong communication and executive presence, with the ability to build trust, navigate organizational dynamics, and present quantified business value and ROI to C-suite and VP-level technology leaders.
• Experience partnering with Sales on joint account plans, upsell opportunities, and complex buying cycles.
• Understanding of enterprise procurement processes and ability to frame product value for C-level audiences in terms of cost savings, risk mitigation, and operational efficiency.
• Ability to conduct structured, outcome-led workflow discovery and reverse demos and recommend workflow best practices.
• Comfort with technology ecosystems and ability to discuss system integrations and data analytics, and to address technical hurdles such as API webhooks or integration recipes with supporting teams.
• Strong literacy and hands-on experience embedding practical Generative AI tools into daily operations.

Nice To Haves

• Deep expertise in one or more industry verticals, such as Marketing, Creative Agencies, or PMOs, and ability to create reusable workflow playbooks.
• Certified Change Management Coach or experience guiding organizations through large-scale software rollouts and operational change management.
• Recognized project management certification such as PMP, PRINCE2, or Agile/Scrum, with a formal understanding of project management methodologies.
• Interest in mentoring junior team members, sharing best practices, and contributing to Customer Success team enablement.
• Ability to use digital campaigns to target new contacts and opportunities.

Responsibilities

• Manage a diverse and complex portfolio of North American Enterprise accounts as a strategic partner, executive liaison, and primary advocate.
• Build multi-layered stakeholder relationships with administrators, day-to-day champions, Centers of Excellence, and executive sponsors, including VPs and C-suite leaders.
• Create scalable, clear Success Plans that capture customers’ transformation goals and measurable roadmaps.
• Proactively identify expansion opportunities, new teams to engage, and advanced AI use cases; build an expansion pipeline in partnership with Sales.
• Meet Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets by identifying growth opportunities and mitigating churn risks early.
• Guide customers through business transformations and help map, optimize, and scale workflows using Wrike capabilities.
• Partner with Sales, Renewals, Product, and other teams to deliver customer outcomes and a unified customer experience.
• Iterate on processes, develop workflow playbooks, and share documented learnings across the organization.
• Run structured, outcome-led Workflow Discoveries and reverse demos, recommending practices for collaboration across dispersed organizations.
• Contribute to team enablement sessions and best practices; mentor junior team members and share expertise.

Benefits

• Flexible Time Off (FTO)
• Company 401(k) match
• Parental leave: 18 weeks maternity leave and 4 weeks paternity leave
• 2 volunteer days
• Medical, dental, and vision insurance for employees and dependents
• Short-term disability, long-term disability, and life insurance plans (life insurance at 2x salary, capped)
• Working from home allowance of $40 per month
• $500 working-from-home home office setup stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed